Customer Success Manager

About Pinecrest Contracting

We build custom homes and do major renovations, additions and kitchen remodels. Since 1990, the company has built and renovated public buildings across Michigan. Start time is 6:30 a.m., and crews work 10-hour days in summer.

Job summary

Pinecrest Contracting is hiring a CSM for the Mid-Market segment. Book size is roughly 40 accounts and $2.5M to $3M in ARR. Remote, with occasional travel to Detroit (a few times a year).

Essential duties and responsibilities

• Coordinate with support on open tickets for your accounts.
• Lead kickoff calls and onboarding plans with new customers.
• Flag expansion opportunities to the account executive or account manager.
• Recruit happy customers for references and case studies.
• Own a portfolio of 30 to 50 accounts and their overall health.
• Escalate product bugs and feature requests through Jira with clear context.
• Document every customer touch in Salesforce.
• Report monthly on churn risk and saves.

Skills and experience

• 2-4 years in customer success, account management or implementation at a SaaS company.
• Organized across many accounts at once.
• Experience managing renewals or retention targets.
• Travel up to 15%.
• Comfortable presenting to directors and VPs.

Pay and benefits

Rate: $89,000-$105,000 annually

• Health, dental and vision coverage starting on day one.
• 401(k) with a 100% match up to 5%.
• Paid sick leave.

No agencies or third-party recruiters, please.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Pinecrest Contracting LLC.